Experience Insights Analyst

Job DescriptionRequisition ID94208DepartmentProduct SolutionsJob FunctionProduct SolutionsLocationCleveland,Ohio,United StatesRole Location DesignationHybrid - 1 day per weekJob Requisition ID: 94208Location Designation: Hybrid - 1 day per week** This is a hybrid role. Qualified candidates must be able to commute to either the Cleveland Service Center or the New York Home Office at least once per week. Candidates are ideally located within 50 miles of one of these offices. **Role Overview:The Experience Insights Analyst is responsible for identifying, analyzing, and supporting the prioritization of advisor and client experience opportunities across key service and operational journeys. This role shifts the organization from a traditional call-monitoring approach to a journey-centric insight model focused on improving ease of doing business, reducing friction, and driving measurable business outcomes.The role combines experience analysis, operational insight generation, and cross-functional partnership to identify root causes of breakdowns and influence enterprise-wide improvements.This individual will partner closely with Quality, Training, VoC, and business leaders to ensure experience insights support actionable improvements.What You'll Do:Experience Insight GenerationAnalyze advisor and client journeys to identify friction points, breakdowns, repeat contacts, rework loops, and service inefficienciesTranslate interaction signals and operational data into actionable business insightsSupport journey-level root cause analysis across service experiencesIdentify emerging themes, high-risk experience patterns, and opportunities for operational improvementPrioritize insights based on customer impact, advisor effort, operational risk, and business valueJourney & Experience AnalysisEvaluate end-to-end experiences rather than isolated interactionsFocus on key journeys such as:o Sales-to-service handoffso New business and NIGO experienceso Advisor servicing journeyso Claims and escalationso Follow-up and status call driversSupport the development and maintenance of experience questions, success measures, and insight priorities for assigned journeysSignal Capture & Insight DevelopmentUtilize targeted sampling models and interaction reviews to capture experience signalsConduct targeted call and interaction studies focused on understanding why experiences break downLeverage qualitative and quantitative data to validate themes and recommendationsDevelop concise, executive-level insight summaries and recommendationsCross-Functional PartnershipPartner with Operations, Service, Quality, Training, Process Owners, and Leadership teams to drive action planningSupport insight review sessions and root cause discussions with business stakeholdersSupport governance processes that connect insights to actions and measurable outcomesReporting & Business ImpactCreate dashboards, summaries, and executive-ready insight presentationsTrack actions, improvement initiatives, and outcome effectivenessMeasure trends related to:o Advisor efforto Repeat contactso Reworko Service effectivenesso Ease of doing businessDemonstrate linkage between insights and business outcomesWhat You'll Bring:Experience in customer experience, insights, analytics, quality, or service operations.Strong analytical and problem-solving skillsExperience translating data into actionable business recommendationsAbility to collaborate effectively across teams and stakeholdersStrong written and verbal communication skillsExperience working with operational data, interaction analysis, and customer feedbackFamiliarity with call analytics, speech analytics, or interaction intelligence toolsExperience building operational reporting modelsExperience supporting cross-functional initiatives or projectsCritical SkillsAnalytical thinkingJourney-centric problem solvingRoot cause analysisExecutive storytellingData interpretationOperational awarenessInfluence and collaborationPrioritization and decision-makingExperience design mindset#LI - EM1#LI - HYBRIDJob Level: LEVELPF2Pay TransparencySalary Range: $58,500-$83,500Overtime eligible: ExemptDiscretionary bonus eligible: YesSales bonus eligible: NoActual base salary will be determined based on several factors but not limited to individual’s experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.Please note: This role requires pre-hire fingerprinting.Our BenefitsWe provide a full package of benefits for employees – and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.Our Commitment to InclusionAt New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities. Click here to learn more about New York Life’s leadership in this space.Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of Requisition ID: 94208Read More #J-18808-Ljbffr